Oxford Police Department Dispatcher Alan Jeskey sits for a photo at his dispatch station at the Main Street police station. Currently, Jeskey is helping implement changes to the dispatch department, which has been mandated through the state to improve efficiency.

BY JOY RICHARD WEBSTER TIMES STAFF WRITER OXFORD — Emergency dispatches throughout the Commonwealth are prepar­ing for changes to the way they take 911 calls. In Oxford, police depart­ment dispatcher Alan Jeskey said the idea to change how dispatchers operate came back in 2008. He said as of 2012, all emergency dispatch­ers must implement what the state is calling “emergency medical dispatch.”He said after 15 years with the department this is one of the more substantial changes to the system. He said twothings about the system he is most happy about is the training and supplies are paid for by grants, costing residents nothing, but providing them with what he feels is better service.Jeskey explained the new system requires dispatchers to ask more questions of the caller, but will not increase the response of emergency crews. He said these extra questions are designed to understand the full extent of the emergency and will better help both Oxford fire and police officers when they send crews out into the field. “This provides better pre-hospital care,” said Jeskey during an interview on Wednesday, March 28. “It helps determine what the root causes are.’ He said more information helps get the right responders to the scene with the correct equipment. “You wouldn’t need a paramedic for someone who cut their finger,” said Jeskey. “Many times sending paramedics out on a call can be a wasted resource.” In the end, Jeskey agreed that the whole plan boils down to making the system more efficient. Oxford Fire Chief Sheri Bemis, who has worked alongside Jeskey and the police department on this project, said she is pleased with the progress they have made. “What it will do for us is it gives us the pertinent information prior to arrival,” said Bemis. She said an example of when first responders find other, more severe issues when they arrive at a call, is when a resident reported they were having trouble breathing. Bemis said when crews got to the home they found the patient was having trouble with their breathing because they were smoking while on oxygen, and a fire had started. She said with a few more questions dispatchers will be able to have a clear­er picture of the problem before send­ing paramedics to a scene. Bemis said with the extra training dispatchers are receiving they will now be able to instruct residents on bleed­ing control, CPR and other ways to safely stabilize a patient before rescue workers arrive. “It is going to take a little more time on the phone,” said Jeskey. “A few of the people have said just get me the help. In reality an ambulance is on the way.” Police Chief Michael Hassett said he is pleased with how well this new sys­tem has worked in the calls they have taken in the last few weeks. “I know that Alan and Sherri are the ones that spearheaded this,” said Hassett. “But all [the departments] are in it together.” He went on to say that the most important part of this program is get­ting the word out to residents and edu­cating them on the new system. Joy Richard may be reached at 508- 909-4129 or by email at jrichard@stone­bridgepress.com.

Alan R. Jeskey recalls the time he dispatched a regular ambulance with oxygen to an emergency call from a man complaining of being unable to breathe.

While the ambulance was en route, Mr. Jeskey, Oxford police and fire communications center supervisor, returned to the caller who then provided more information about his predicament.

“It's burning,” the man said. “It's really burning.”

Mr. Jeskey then learned that the man had accidentally burned himself while trying to light a cigarette. “He had severe burns on his upper arms and body,” he said, which prompted him to dispatch firefighters as well.

Mr. Jeskey uses the story to illustrate how the quality of information dispatchers receive influences the efficiency of the emergency response.

And now new state regulations will improve the way all dispatchers handle 911 medical emergencies. The dispatchers have until July 1 to become certified in the State 911 Department Emergency Medical Dispatch which will establish certification requirements and standardize 911 emergency medical call handling by dispatchers throughout the state.

“The level of care will be better,” said Mr. Jeskey, a dispatcher for 15 years. “And the response time will be the same.”

Some towns are already fully trained and using the new call-handling procedures, and many others are in the process. What 911 callers will notice is that dispatchers will be asking for a lot more information about the nature of a medical emergency using scripted questions and software programs. The answers will help dispatchers send the most appropriate ambulance, equipment and personnel, update responders on their way to the emergency, provide pre-ambulance arrival instructions to the caller and provide standardized CPR, airway obstruction, basic First Aid and patient comfort instructions over the phone.

Dispatchers typically ask basic questions, dispatch an ambulance, police or fire crew, and hang up as the caller waits for help to arrive. Under the new regulations, call-takers will dispatch the proper response, and then return to the caller.

“On any call that requires medical assistance,” said Frank Pozniak, executive director of the State 911 Department. “They will be given that assistance by a certified call-taker. It's all part of our goal to enhance public safety.”

Most public safety dispatch centers in Central Massachusetts, including Worcester, are going to have state-certified emergency medical dispatchers in house, according to Mr. Pozniak. The training is funded through state grants, and most departments have filed grant applications.

The re-vamping of the state's public safety statues began in 2008, and the new July 1, 2011 regulations are an extension of the wide-ranging legislation. Mr. Pozniak said the push in the state to “professionalize” 911 call-takers has been a long time coming.

“The goal is to have highly-trained call-takers,” Mr. Pozniak said. Mr. Jeskey said all the dispatchers in Oxford currently are being trained in the new procedures.

“Reading off a card,” Mr. Jeskey said. “That's going to be the biggest challenge.”

Dispatchers will have 20 double-sided flip cards at their ready, for all the most frequent medical emergencies. Mr. Jeskey explained the new system to senior citizens two weeks ago.

“We're basically six minutes away from anyone in any part of Oxford,” Mr. Jeskey said. “That was their main concern. That was the one point they really wanted to be assured of. My main message is that the ambulance doesn't have to be the first one on the scene to provide care. We're going to do that over the phone.”

At the Rutland Regional Dispatch Center, located on Main Street in Rutland, all 10 dispatchers are certified, according to Nathan P. Kenney, who will serves as the director of emergency communications for Rutland, Oakham, Hubbardston and Barre starting July 1.

Mr. Kenney said if a 65-year-old called with chest pains, the dispatcher in the past would broadcast to the ambulance with really no more medical updates. Now the dispatcher will be able to go back to the caller and provide more in-depth medical instructions.

“The new system means that no matter what town you live in, the level of care will be the same,” Mr. Kenney said, and the medical response is streamlined. Dispatchers are staying on the phone with the scene more and responders are bringing the equipment they need, while the callers on the phone are more informed on what's going on.”

Ricci W. Hall, a part-time dispatcher and paramedic in Oxford, said training has been well-received and there is much more understanding now on the “whys” of a medical call.

“Anytime you change someone's job description, there's a little bit of nervousness,” Mr. Hall said. “In many ways, I think the new system will assuage anxieties because of the guide cards.”